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论文编号：	6582
作者编号：	2220101077
上传时间：	2014/6/19 19:13:11
中文题目：	黑龙江省中小餐饮企业员工管理与服务质量控制研究
英文题目：	Heilongjiang Province, the management and employees of small catering service quality control study
指导老师：	周建
中文关键字：	餐饮业；员工；激励机制
英文关键字：	Catering Industry；Staff；Incentive Mechanism
中文摘要：	近年来，在黑龙江省产业结构调整和扩大内需政策的不断推进之下，黑龙江省中小餐饮企业零售额对社会消费品零售总额的贡献率逐年增加。餐饮企业对居民消费的影响力也逐渐增强。但与中小餐饮业高增长相对应的则是人力资源短缺，用工难正成为困扰黑龙江省中小餐饮企业发展的一大瓶颈。因此研究中小餐饮企业员工管理方法对研究中小餐饮业发展有着重要意义。本文通过研究餐饮业服务质量内涵与特征进一步分析中小餐饮企业员工管理的必要性、管理现状和管理对策。 第一章研究了餐饮企业服务质量和员工管理方面的研究现状及相关理论基础。首先通过文献梳理，研究餐饮企业服务质量和员工管理方面的研究内容，包括目前国内外关于员工管理、服务质量方面的经典文献，并通过文献研究总结出国内外关于此方面研究存在的不足之处，为案例分析打下基础。其次通过对相关概念的界定和理论分析探索服务质量及员工管理之间的内在联系。 第二章是中小餐饮企业的特殊性和现状分析。首先分析中小餐饮企业特点，主要包括中小餐饮企业的行业特点、员工管理特点、服务质量特点；然后分析中小餐饮企业的现状，主要包括企业发展现状、员工管理现状、服务质量现状。通过对中小餐饮企业的特殊性分析，探索目前中小餐饮企业存在的优势以及劣势，横向对比中小餐饮企业在我国现在的制度背景下的员工管理和服务质量两个方面存在的共同属性。通过对员工管理现状分析，了解黑龙江省中小餐饮企业员工薪酬、员工发展、员工工作强度、员工离职情况。通过服务质量现状分析，了解服务质量管理效率和稳定性、服务环境、服务人员个人素质。 第三章是对黑龙江省中小餐饮企业存在的问题进行系统的剖析，并提出相应的解决对策。调查发现，中小餐饮企业存在人力资源管理制度不完善、行业机制不健全、激励机制不完备、考核制度不匹配、企业文化制度并不完善、人才进入以及退出机制不健全、人才流动性过大。具体来讲，员工管理方面主要表现为员工工作的时间过长、强度较大，管理者素质仍有待进一步提高，管理观念没有与时俱进、及时更新，员工竞争上岗机制不完善，管理层的激励和创新意识淡薄，员工的绩效评价制度不健全，员工的企业文化的建立和评估不规范，员工的离职率过高，员工的质量感知差异。服务质量方面主要表现为产品质量问题、服务水平与顾客需求的不匹配、服务管理的非规范化、公司章程不完善、管理层监督力度不足、就餐环境需要进一步提高、卫生清洁工作。针对员工管理方面问题，提出下列措施：第一、制定服务人员的工作计划，减少工作强度。主要的方式包括安排适当的休息时间、设计科学合理的工作流程。第二、完善工作机制，激发员工的工作热情。主要从物质激励和精神激励两个方面入手，充分调动中小餐饮企业的工作积极性。第三、建立核心企业文化，主要包括改善员工环境、提高员工的满意度、全方位提升管理者素质、与员工进行沟通、建立“以人为本”的企业文化、完善企业的内部控制系统、关注员工的心理状况。第四、加强制度建设，强化制度管理。主要包括建立规范的企业制度、完善公司章程、培养员工的服务能力、建立奖惩制度。第五、员工的教育和沟通。 主要包括建立高校合作机制、建立合作教育机构、新员工培训、老员工的再次培训、专业化技能培训、对员工定期思想调查、了解员工满意度。针对服务质量方面的问题，提出下列措施：第一、产品质量的标准化，主要包括各流程的控制、产品质量阶段控制、产品质量的持续、产品的保鲜管理。第二、提高服务水平，主要包括制定明确的公司章程、员工组织定期培训、形成中小餐饮企业特色服务方式、制定服务质量方针和服务质量管理规定。第三、严格控制饭店环境质量，主要包括对硬件定期更新、控制卫生质量、对设施进行定期维护、保证室内适宜温度。 第四章是进行案例解析，以黑龙江省的大娘包子铺店作为实证案例，研究大娘包子铺店的员工管理制度以及其存在的问题，并借鉴黑龙江餐饮行业的分析，制定出具体的解决措施。调查发现，大娘包子铺的实体产品要素方面存在一定的问题，主要体现在实体产品的感知差异以及产品的质量精细化管理方面有待进一步增强。大娘包子铺的隐形服务要素方面也存在着的问题，主要涉及员工的无形服务态度、用餐的氛围、店铺的装修风格、员工信息的保密情况、食物的安全性以及及时性。员工的服务流程是否能够合乎规范，表现为企业的资金力量不雄厚，科技含量不高。中小餐饮企业信用度较低，往往存在融资困难，所以现金流可能存在一定的不足。 本文采用多种研究手法，包括文献著作研究法、比较、归纳法，同时以期刊研究、调查法等作为补充研究方法。本文的创新之处：第一、对中小餐饮企业员工管理特点和现状进行客观全面的分析。第二、从服务实际出发，深入全面分析加强中小餐饮企业员工管理的对策，从而提出解决当今中小餐饮企业员工管理瓶颈的有效方案。第三、通过对黑龙江省当地的餐饮企业的实证案例解析，将理论分析与实证检验进行有机结合，探索中小企业面对来自服务质量方面的问题，应怎样建立配套的员工管理制度。
英文摘要：	In recent years, upon the industrial structure adjustment and the advancement of expanding domestic demand policy of Heilongjiang Province， the retail sales and the contribution rate of total retail sales of social consumer goods of small and medium-sized catering industry is also rising unceasingly. But， with the high growth for small and medium-sized catering industry is the shortage of human resource， the recruitment difficulty is becoming a bottleneck of the development of small and medium-sized catering enterprises in Heilongjiang Province. So the research of the small and medium-sized catering enterprises staff management method has an important significance to the research of small and medium-sized catering industry development. In this paper, by studying the connotation and characteristics of catering service quality, we analyzed further the necessity of small and medium-sized catering enterprises staff management， management status and management countermeasures. The first chapter studies the service quality and employee management of catering enterprises and the related theoretical basis. First of all, through the literature review, we have a clear concept about employee management and service quality. This chapter studies the content about service quality and employee management of small and medium sized catering enterprises. This mainly including the current domestic and international literature which relate to staff management and quality service,and then conclude the shortcoming of these two aspects. Secondly, by defining related concepts , we also analyze these theories in order to explore the inner link between service quality and employee management. The second chapter is the analysis of small and medium-sized catering enterprises’ particularity and the status quo of literature. First, this chapter analyzes the industry development characteristics of small and medium-sized catering enterprises,including the characteristic of industrial development. And then we analyze the characteristics of staff management and the characteristics of service quality. What’s more, we analyzes the present situation of small and medium-sized catering enterprises. These analysis mainly including the status of business development,the status of staff management and the status of service quality. We find that it is difficult to solve the problems of service quality. What’s more, we find the personality is very essential to the further development of staff management and the status of service quality. We try to recognize the difference between staff management and service quality. Through the special analysis of small and medium food enterprises, we explore the advantages and disadvantages of present small and medium-sized companies, we realize the common attributes between staff management and service quality under our present systematical background by the horizontal contrast method. We also analyze the status of employees management in a particular way. We try to analyze the behavior of employee in a systematical framework. We use some scientific method to show the relative studies in this area. This results of literature analysis find that there a direct link between two subjects. We also find that the relative studies consider very much about the large companies. What’s more, we need to study the small medium-sized companies to broaden the view of dining companies, we need to find the companies in developing area. In addition, we understand that the average salaries in small medium-sized companies and the development of employees. We also realize that the working strength of employees and the departures of employees also play an important role. The third chapter systematically analyzes the small and medium-sized catering enterprises, and then puts forward the corresponding countermeasures which highly relative to the problems of companies. By analyzing the status of service quality, we realize that the efficiency and stability of service management and the environment of service. What’s more, we also the personal qualities of service person. The survey found that there are some problems in our small and medium-sized companies. For instance, we find that the system of human resource is imperfect.we find the mechanism of industry is imperfect. We also find the incentive mechanism is not perfect. We reckon that the system of assessment is not perfect. We suggest that the system of corporate culture is not perfect. We put forward that the mechanism of personnel entering and exiting is not perfect. We also find the mobility of talent is too large. To be specific, in employees management aspects, we find the phenomenon that the working hours of employees are too long. What’s more, we find the intensity of working is too great, it is bad for the health of employees. We consider the personality of manager still has to be further improved, which is completely relative to the development of the small and medium sized companies. We also find that the management concepts are not fit with time and not update immediately, this not fit for the development of the society and the process of the small and medium sized companies. Through the analysis of literature and investigations, we find that the incentives and innovation consciousness is not perfect. We continue to investigate the evaluation system of employee performance, we find the results are not so good as the average employee performance in small and medium size companies. We find that the establishment and evaluation of employee’s corporate culture is not standardized, which is highly link to the behavior of employee. If the employee love the small and medium companies, they will try their best to work for the companies. What’s more, they can get self satisfy from the companies. Through the overview of staff in small medium companies, we find that the staff turnover rate is too high, which they will hard to the companies. When the customs already are familiar with the original employees, they don’t like the change of employees. We find that the perception differences of staff quality is especially important. Quality of services mainly including product quality problems and the level of service. However, the service do not match customer needs sometimes. We already find that the service management is not standardized and the articles of companies are imperfect. Through the examination of companies’ articles, we find the small and medium sized companies not have perfect regulations. We find that the supervision of management is inadequate, which means that the manger don’t control the behavior employee immediately, the employee think if they don’t try their best to work, they will lost their ability to work in the society. What’s more,the manager will not supervise the employees efficiently. We also find that the dining environment need to further improved , which means that it is essential for us to dine in a elegant place. We find that the working for sanitation and hygiene is not perfect. We think the sanitation is especially important. What’s more, we consider that it is the essential condition to make sure everyone in the hotel have a health diet. In addition, we need to consider the most important thing in the food enterprise is to keep the food safe, it is a good way to keep everyone in a proper place. We live in a completely informational place, we need to consider many information from many aspects. We need to consider the staff management as well , we propose the following measures: First, companies need to develop a work plan about the personnel service and reduce the intensity of work. We conclude the main way is the arrangement for proper rest time. What’s more ,companies should have a scientific and rational design for workflow. We need to have a consideration about the schedule. In addition, we need to analyze the most important kind of person are employees. They play a especially important role in dealing the relationship between employee management and service quality. We think the way to improve the service quality is to incent the employees to work hard. Second, companies need to improve the working mechanism in order to stimulate the enthusiasm of employees. This mainly things need to consider from the material and spiritual incentives motivate approach , companies also need to fully mobilize the small catering business enthusiasm for working. Third, companies need to establish a core corporate culture. The corporate culture including the improvement of staff environment and the improvement of employee satisfaction. We need to consider the improvement of managers quality in comprehensive approach and the communication of employees. What’s more, companies already need to pay attention to the establishment of a " people-oriented " enterprise culture. We think the improvement of the enterprise's internal control system and the consideration of employee psychological condition are very important. Fourth, the small and medium-sized companies need to strengthen institution building and strengthen institutional management. This mainly including the establishment of a standardized enterprise system, the improvement of the articles of Association , the service capabilities of training staff , the establishment of reward system . Fifth, employee need to receive education and communication. This mainly including the establishment of cooperative mechanisms, the establishment of cooperative educational institutions , the training for new employees , the training for older employees,the training of professional skills, the surveys of staff for regularly thinking, understanding the satisfaction of employees . We investigate the problems about quality of service aspects, we propose the following measures: First , companies need to standardized the product quality , including the control of various processes , the control of product quality, the continuous of product quality, the preservation management of products. Second, companies need to improve the service levels , this mainly including the establishment of a clear corporate charter, the organization of staff regular training , the formation of mode characteristics in small and medium enterprises catering service, the formulation of service quality policy and the management requirements for service quality. Third,companies need to control the environmental quality hotel strictly , this mainly including regular updates on the hardware ,the control of health quality, the regular maintenance of the facility. What’s more, companies need to ensure proper indoor temperature. The fourth chapter is a case analysis, we use “The aunt’s steamed bun restaurant” in Heilongjiang province as a empirical case. We study the staff management system in this restaurant and the existence problems. We analyze the problems by learning from Heilongjiang catering industry and make some specific solutions.The survey found that the differences in perception of refined products and the elaborating management of product quality. The intangible service of aunt’s steamed bun restaurant also exist problems, this mainly related to the attitude of intangible service, the confidential dining ambiance, the decor style, the secret situation of the employee information, the security and timelines of food . Whether the employee's service process can meet the specification or not, the performance is especially important . For instance, the strength of corporate finance is not strong and the technology contain is not high . Lower small catering business has low credit. These companies usually have difficulties in financing, so cash flow may be shortage sometimes. This paper use many kinds of methods to analyze the small and medium size companies. The methods including literature study method, comparison method , survey method and other kinds of supplementary methods are used in the process of writing this paper. The innovation of this paper: first, we analysis the staff management characteristics and current situation about the small and medium-sized catering enterprises in an objective and comprehensive way. The second, based on the service practically, we make some suggestions comprehensively and strengthen the staff management aspects in small and medium-sized catering enterprise, so we can put forward the effective solutions of the small and medium-sized catering enterprises to overcome the staff management bottleneck. The third, through the analysis of the empirical case of the local catering enterprises in Heilongjiang Province, organically combine the theoretical analysis with empirical test, and then explore the problems of service quality in the small and medium-sized enterprises. In addition, we build a complete set system of staff management .
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